Housing Appeals Committee

‍What types of complaints can you make?

The HAC can handle appeals on decisions about services from DCJ Housing and CHPs. Common appeals include:

DCJ Housing AND CHP:

• If you are deemed ineligible or removed from the social housing register.
• If you disagree with the type or size of the property you are entitled to.
• If you are denied priority housing despite urgent needs.
• If your application for rental subsidy is denied or changed.
• If you are denied the rights to continue a tenancy after the original tenant leaves or dies (known as Succession of Tenancy for CHP and Recognition as Tenant for DCJ Housing):  
• If you are refused placement on the social housing register because you are under 18.
• If you are refused priority housing assistance as an elderly person.
• If you believe a property offer does not meet your needs.
• If your application to move to a property that better meets your needs is denied.
• If you are asked to move and disagree with the decision.
• If you believe your rent has been incorrectly calculated.
• If your request for property modifications to accommodate a disability is denied.
• If your application to be away from your property for an extended period is denied.
• If you dispute charges when leaving a property.
• If your request for a joint tenancy agreement is denied.
• If your confirmation of Aboriginality is rejected.
• If you receive a strike notice for antisocial behaviour.

DCJ Housing ONLY:

• If you are refused emergency accommodation after a natural disaster.
• If your application for financial assistance under Rentstart is denied.
• If your request to swap homes with another tenant is denied.
• If you disagree with the length or type of lease offered.
• If you disagree with how your former tenancy is categorised.

CHP ONLY:

• If you believe your water charges are incorrectly calculated.

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HAC will not deal with complaints about:

Maintenance issues cannot be appealed to the HAC; these are handled by the NSW Civil and Administrative Tribunal under Residential Tenancies Legislation.

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Authority:

HAC handles complaints related to social housing providers in New South Wales, but can handle complaints about any CHP that has NSW as its Primary Jurisdiction. It does not matter if the actions or decisions of the CHP happen outside of NSW.

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Time Limitations:

Appeals can be lodged at any time but must first complete an internal review with the housing provider. ‍

Who can you make a complaint against?

You can make a complaint against:

• DCJ Housing
  • DCJ Housing is a NSW government agency that manages social housing. They provide various housing assistance services and keep a register of social housing.
  • You can complain about their decisions on your tenancy or service access. Find local office details here.

• Community Housing Providers
  • There are over 150 registered, non-profit community housing providers in NSW. They manage social housing properties and offer various housing assistance services.
  • You can complain about their decisions. Search for a provider on the National Register here.

• Aboriginal Housing
  • The Aboriginal Housing Office (AHO) ensures affordable, quality housing for Aboriginal and Torres Strait Islander people. They own properties across NSW, managed by DCJ Housing, Community Housing Providers (CHP), and registered Aboriginal Community Housing Providers (ACHP).
  • You can complain about your Aboriginal Housing provider's decisions. Find provider details here. ‍

Are you eligible to make a complaint?

You can complain to HAC if:

• You live or have lived in social housing, you can complain.
• You have applied for social housing assistance, you can also complain.

Before you complain to HAC, you have to complete a First Tier Appeal with your housing provider. This is an internal review by someone senior who wasn’t involved in the original decision.

You can have a friend, relative, or community worker help or speak up for you in making the complaint. It's recommended to get a signed consent form or letter authorising them to engage with HAC on your behalf.

HAC's services are free. ‍

What can this body do to help?

HAC reviews your appeal, relevant policies, records, and evidence, then writes a report with its findings and recommendations. HAC can confirm the decision or suggest changes.

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The report and recommendations are given to you and your housing provider. While HAC can't force your housing provider to accept its recommendations, most are accepted.

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HAC can only recommend actions; the final decision is up to the housing provider. You cannot appeal the same decision more than once with HAC. ‍

How to prepare your complaint

Format:

Appeals to the HAC must be lodged in writing using the HAC Second Level Appeal form.

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Personal Details:

When providing personal information, include:

• Your name as it appears on a Centrelink card, driver's license, Medicare card, or passport.
• Your contact information, including postal address, email address, and telephone numbers.
• Your housing file number (if you have one).
• If using the online form, you must register with HAC and provide your date of birth.
• Indicate if you need an interpreter.

Note: Anonymity is not an option when submitting an appeal.

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What to Include:

Identify whether the decision you are appealing was made by:

• DCJ Housing, or
• A NSW Community Housing Provider (specify which one).

Explain what decision you are unhappy with and why. Provide as much detail as possible to help HAC understand your concerns. Include any supporting documentation, or bring it to the HAC hearing.

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What NOT to Include:

Do not provide false or misleading information. ‍

Lodging your complaint and next steps: ‍

Where to Lodge Your Complaint:

• Online: Use the HAC’s online appeal form here.
• Post: PO Box 1030, Westfield Burwood NSW 2134
• Email: hac@facs.nsw.gov.au
• Fax: (02) 87412566
• In Person: Offices 5-6 Ground Floor, 1-17 Elsie Street, Burwood NSW 2134

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Acknowledgement:

You will receive a confirmation letter within one week of submitting your application.

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Hearing:

• Scheduled within 4 weeks of receiving your file.
• Hearings are informal, lasting 30-50 minutes, with only you and HAC present.
• You can attend in person or by phone. Interpreters can be arranged if needed.

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Findings Report:

You and your social housing provider will receive a detailed report from HAC within 2 weeks of the hearing.

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Additional Information:

• You can have an advocate or support person assist with the appeal and attend the hearing.
• If an advocate speaks on your behalf, provide HAC with an authority form here.

‍More information:

Refer to the factsheet provided below for more information.